Delivery + Pick Up Options
(For more details, you can visit this specific shipping page)

When will my order ship?

We currently ship orders Mondays, Wednesday and Fridays.

Australian and New Zealand Orders
Your order will be dispatched within 4 business days. Orders are dispatched Monday - Friday, though our team works on weekends to pack orders to pre-pare for a Monday send off.

International Orders
They are dispatched within 3 business days, though tracking updates 5 days after dispatched. (Annoying, we know! We're working with our delivery partners to see what better options are available)

Public Holidays Orders
In the event of a public holiday your order will ship on the closest following business day. During busy times (holiday season, sales etc) there may be delays of up to 3 business days. If there is an issue or we are unable to fulfil your order for any reason, we will contact you to let you know!  

Contact us at hello@flexfactory.store if you have any questions. We pride ourselves in our customer service support. So no question is too big or small!

Do you ship internationally?

We only ship to the following international countries:

New Zealand, United Kingdom, South Africa, Canada, United States, Belgium, Israel, Switzerland, Singapore, Thailand, Kenya, Czechia, Ireland, Croatia, Greece, Samoa, Tonga, Denmark, Germany, France, Hungary, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden

NOTE: In some countries, we may only be able to ship to your main cities and metro areas. For more information please email hello@flexfactory.store

Will I be charged customs/import duties?

Yes - Unfortunately we cannot control any duties/taxes applied to your package. You will be responsible for paying any additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information.
 
Please Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
 
You may be charged different customs fees with each order placed from Flex Factory, as taxes and processing costs may change in your country or region.

I entered the wrong shipping address, what should I do?

When entering your shipping address, always take care to double check all building / unit / apartment numbers / floors are included where applicable. We also highly recommend shipping to a work / business address where possible.

If you have incorrectly entered your address and not yet received a shipping confirmation from us, please email us ASAP and we will advise you of the status of your order.

If your order has already shipped, unfortunately there is nothing we can do until (and if) your order gets returned to us. Sorry!

Can I pick up my order?

Yes! We now offer pick up from our warehouse at Shop 5/450 Elizabeth St in Surry Hills, NSW, 2010. If you have an urgent delivery deadline or want to save a bit of money on shopping, use this service to pick up your amazing goodies.

This service is currently available on Monday, Wednesday and Friday from 12-3pm. These days are subject to change, so please check this page or email us if you have any questions.

Our shop has bright pink curtains and is situated between the strip of stores between Pizza Hut and the convenience store. Google Maps may lead you to an office buzzer, please disregard that and walk right on into our store which will be open so long as you're collecting within the allocated pick up time frames :)

Please bring a screenshot of your confirmation email and order no. If someone is picking up on your behalf, please email their full name to: hello@flexfactory.store

If you have any questions or need reassurance. Please email our amazing team at hello@flexfactory.store for support.

ReFlex: Conversation Card Game

What is ReFlex?

ReFlex is a conversation card game, comprised of a deck of cards with questions on them. We believe got that a good insightful conversation has the power to unlock deep intimate connections. It's also a great way to learn more about yourself and the people you like.

Played alone or with others, each question is designed to help you learn more about what you think and why you think it. Use it during first dates, second dates, all dates, birthday parties, therapy sessions or even for journal prompts. It's up to you.

The themes range from playful to extremely deep and cover topics like: love, life, death, politics, religion, purpose, and career.

How do I play ReFlex?

STEP ONE: Pick a card at random. Answer the question quickly, honestly and on reflex (see what we did there).

STEP TWO: Analyse WHY you've answered the way you have. Take your time and dig deep.

STEP THREE: Interrogate what has informed this opinion? Did you adopt it from close friends and family? Has social media or pop culture influenced you? Have you ever thought about this at length?

STEP FOUR: Read the question again and pick it apart. What is the phrasing suggesting? Is there a way to answer the question more objectively or with a different perspective?

Are there any rules for ReFlex?

Yes and no. We want you to decide and dictate how you play it, because you obvi know what works best for you. However, if you want our sage advice, here it is.

  1. Don't answer a ReFlex question with another question.
  2. Answer the question based on how you define the question.
  3. Answer honestly on reflex, with the intent to dig deeper and explore why you think the way you do.
  4. Have an open mind.
  5. Be genuinely interested and interesting. Pay attention to how others are answering. Ask clarifying questions. Seek to really understand them.

What's the difference between all the ReFlex games?

The specific differences between each game is listed on its respective product page. You can start with any game you like, but you should aim to get the whole collection.

How old do I need to be to play ReFlex?

I mean, anyone can technically play, but there are some mature themes, so to be safe, 18+.


Order Issues

I'm missing a product from my order, what do I do?

Aaah! We're so sorry. Please send us an email at hello@flexfactory.store with details of your order number and the product that is missing, and we'll remedy this ASAP.

What do I do if I receive a faulty item in my order?

We aim to get your order right every time but mistakes occasionally happen. If the item you received is not what you originally ordered or is faulty, please email hello@flexfactory.store with your name, order number and what you have received / the fault and we will take if from there!

Where is my order confirmation?

As soon as you place an order, you will receive an email confirmation via the email address you entered on your order.

If for some reason, you did not receive an email, please check your spam folder and double check you entered your email address properly.

If you still haven’t received it after 24 hours please email us so we can assist at hello@flexfactory.store

Where is my order?

Before emailing us regarding the whereabouts of your online order, please check out the estimated delivery times. We ship all orders from Sydney, Australia so please bear this in mind when ordering internationally :)
 
We use Australia Post, Couriers Please, Fastway and DHL for deliveries. At the time of dispatch, the best delivery partner for your shipping location is chosen by our system and a tracking number will be emailed to you.
 
Delivery times can be anywhere from 2–45 business days, depending on your location (a big window, we know).

Why is my order late?

We always try to get your orders to you in the timeframe outlined, but sometimes this is out of our control. If you’ve received our dispatch notification, and it seems like your parcel is taking forever to arrive, it may be awaiting collection at your local Post Office or delivery depot and you may need to rearrange delivery with your local postal service.

If you received one, the instructions on your attempted delivery card should explain how to collect your parcel or rearrange delivery. If the estimated delivery date has passed and there is no relevant information please contact us at hello@flexfactory.store

Why has my card been declined?

All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card does not, for any reason, authorise payment then you will be notified of this immediately at the checkout.

A common reason for orders being declined is due to the billing address details being entered incorrectly. Please ensure that in the “billing address” section, the address to which your bank statements are sent is entered.

For full details of why the payment was declined, please contact your card issuer

What currency do you charge in?

All prices listed on our site are in AUD, and charged in AUD. If you are shopping internationally you can change the currency to your local currency.

The bank that has issued your card determines the exact exchange rate that you will pay, but in general it will match very closely with the current exchange rate.


Product and Stock

Do you offer wholesale?

Yes we do! If you'd like to stock Flex Factory products in your store, please contact us via the wholesale page :)

The item I want is sold out, are you getting more?

We have our permanent collection and some limited edition drops. Don't worry, it will say in the item listing whether it's sold out forever or on its way back to our store! Check back regularly or sign up to our newsletter to stay up to date.

How do I remove the protective backing of my acrylic coaster? 

We had this question a few times, and are looking for better solutions in the future. Though the best ways to remove the protective back of your acrylic coaster are:

  • wet it with water and peel it off
  • use a sharp stanley knife to slightly lift up the corner of the sticker, then use your fingers to peel the rest off. Be careful.

Why is the colour of my item different to what I saw on screen?

Different devices are calibrated slightly differently, which can impact the way colours are showing up on your screen. If you're unhappy with the colour of your item, please email us at hello@flexfactory.store


Refunds and Returns

What is your return policy?

We do not currently offer returns or exchanges simply for change of mind. We are more than happy to exchange your item or issue a credit note if there is a notable problem or flaw with your purchase.

Please email us if there is a problem with your order at hello@flexfactory.store

What is your refund policy?

If the product you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. We are more than happy to exchange your item or refund you if there is a notable problem or flaw with your purchase.

We do not currently offer returns or exchanges simply for change of mind - the consumer guarantees do not apply to this.

Please email us if there is a problem with your order at hello@flexfactory.store

STILL HAVE QUESTIONS?

hello@flexfactory.store